Community Operations Specialist (New York, Los Angeles)

Location

New York, Los Angeles

SoundCloud is a next-generation music entertainment company powered by an ecosystem of artists, fans, and thriving communities. As one of the world’s most influential cultural platforms, SoundCloud holds a singular market position as both a music-streaming service with the largest catalog of music, and an artist services and distribution business to help artists grow long-term, successful careers.

SoundCloud is looking for an empathetic and engaged Community Operations Specialist who embraces challenges. As a Community Operations Specialist, you will work within our Creator organization to support and enable our Creators to use SoundCloud’s tools and understand its function and features. 

Responsibilities:

• Provide top level support to SoundCloud creators specializing in the SoundCloud for Artists product
• Assist with Content Operations type tasks including editing and taking down distribution releases, as well as provide knowledge of Digital Service Providers (DSPs)
• Manage subscription inquiries in both Stripe and Recurly
• Keep up to date with current bugs and upcoming releases
• Communicate with Community Operations leadership to identify trends and surface priority issues
• Create and update macros and help articles as needed
• Contribute to training for new team members when applicable

Preferred skills: 

• Previous experience in a high volume support environment
• Familiarity with Zendesk
• Technical troubleshooting and bug reporting
• Clear, concise, and warm communication, preferably with knowledge of communicating via social platforms
• Knowledge of current music and technology industry trends

The salary range for this role is $50,000-$55,000 annually. The final salary offered will be determined based on relative experience, skills, internal equity, and location. We also offer a generous total rewards program - read more about additional benefits and perks below! 

About us:

• We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)
• We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home
• We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone’s voice, perspective and experience is respected and heard
• We believe a strong team is made by investing in employees through mentorship, workshops and enrichment opportunities

Benefits:

• Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
• Robust 401k program
• Employee Stock Ownership Plan
• Generous professional development allowance
• Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!
• Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually
• 16 paid weeks for all parents (birthing and non-birthing), regardless of gender, to welcome newborns, adopted and foster children
• Various snacks, goodies, and 2 free lunches weekly when at the office

Diversity, Equity and Inclusion at SoundCloud

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us lead what’s next in music by understanding and empowering our creators and fans, no matter their identity. We acknowledge the challenges in the music industry, and strive to influence an inclusive culture where everyone can contribute respectfully and thrive, especially the historically marginalized communities that many of our creators, fans and SoundClouders identify with. We are dedicated to creating an inclusive environment at SoundCloud for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status.

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group. Diversity Resource Groups are employee-organized groups focused on supporting and promoting the interests of a particular underrepresented community in order to build a more inclusive culture at SoundCloud. Anyone can join, whether you share the identity or strive to be an ally.